Frequently Asked Questions

Account and Ordering

1. How do I place an order?
2. How can I pay for my order?
3. How do we open an account with Astarte?
4. I can’t remember my password. How do I get into my account?
5. How can I check on my order?
6. When will you ship my order?
7. Who do I call about problems with my order?
8. I don’t understand your catalog numbers. Can you explain?
9. Can I specify packaging and/or lot separation?
10. Do you ship outside the U.S.?
11. My email address has changed. How do I update this information in my current account?
12. What can cause my order to be delayed?

Cells

1. Do you use anticoagulants in collection of blood samples?
2. How/do you allow for validation screening of cells?
3. What medium do you recommend for the growth of these cells?
4. Can I thaw and then re-freeze the cells?
5. At what temperature do you ship the cells?
6. How do I store cells after receiving them?
7. Cells are not behaving as expected. What do I do?

Donors and Custom Requests

1. Can we get several different cell types from the same donor?
2. Can you let me know when a donor’s cells are available again?
3. Can we get a specific donor again?
4. Do you have informed consent from your donors?

Research Services

1. Why should I use Astarte’s research services?
2. How do I obtain a quote for your research services?
3. Can I patent a custom assay from Astarte?
4. Do you have assays on checkpoint inhibitors?
5. Do you have immunotoxicity assays?

Account and Ordering

1. How do I place an order?
You can place an order online using a purchase order or a credit card for payment. You can also send a purchase order to info@astartebio.com, fax the order to 440-508-2919 or call us during business hours at 425-481-4180 (toll free: 866-513-1894).

2. How can I pay for my order?
We accept purchase orders, Visa, MasterCard or American Express for payment. If you use a purchase order, we can accept checks, ACH and wire transfers.

3. How do we open an account with Astarte?
We don’t assign account numbers. All you need to do is place an order with us. If you place your order from our website, you will have to create a user account. We will accept your institution’s purchase order and extend net 30 terms. If you need a W9 or other vendor information, please contact us by phone at 425-481-4180 (toll free: 866-513-1894) or by email at info@astartebio.com.

4. I can’t remember my password. How do I get into my account?
If you’ve tried to reset your password and it isn’t working, call us at 425-481-4180 (toll free: 866-513-1894) during business hours and we can reset your password for you.

5. How can I check on my order?
You can call us at 425-481-4180 (toll free: 866-513-1894) or send an email to info@astartebio.com if you need to check the status of an order.

6. When will you ship my order?
If the item you’ve ordered is in stock, we will ship it the day we receive the order. Orders received after 3:00 pm PST or on Fridays will be shipped the next business day. There are times when there are service disruptions due to weather and we may recommend that your shipment be postponed during those times.

7. Who do I call about problems with my order?
Call 425-481-4180 (toll free: 866-513-1894) or email us at info@astartebio.com and we’ll do our best to fix any problems. If you have a technical problem, just let us know so your call can be routed to one of our scientists, or email tech_support@astartebio.com.

8. I don’t understand your catalog numbers. Can you explain?
Yes, they are a bit confusing at first but here is how it works. The first four numbers are the catalog number. The numbers after the dash are a lot number. The lot number allows you to select the donor you want. If you don’t care which donor you get, you can request a catalog number and we will select a donor for you.

9. Can I specify packaging and/or lot separation?
Yes, as long as it doesn’t compromise the product.

10. Do you ship outside the U.S.?
Yes, we do ship outside the U.S. Please check out our list of distributors to see if we have a distributor in your country. They can facilitate your order.

11. My email address has changed. How do I update this information in my current account?
Login to your account and select profile to update your email address.

12. What can cause my order to be delayed?
Usually orders will ship upon receipt if the product is in stock. When there is a delay, it can be due to severe weather. We do try to avoid shipping when there are disruptions in air travel because we don’t want your order to be ruined by a shipping delay. Orders can also be delayed by incorrect pricing on your purchase order or your item may have sold out before we received your order. If you are ordering through a large distributor of scientific products, we can’t contact you directly to work out these kinds of problems. Whenever possible, you should order directly from Astarte Biologics or contact us regarding any issues with your order.

Cells

1. Do you use anticoagulants in collection of blood samples?
Yes, we use anticoagulants unless we are preparing serum. Most of our cells are collected using citrate, but sometimes we collect smaller volumes in heparinized tubes. If the anticoagulant used is important to your work, please contact us so we can be sure you don’t spend money on what you don’t want.

2. How/do you allow for validation screening of cells?
We can hold cells for 1 month to allow time for you to test them for suitability in your assay. We can’t do this for just a few vials, but if you intend to purchase 20 or more vials we can hold them. Please contact us to discuss your needs.

3. What medium do you recommend for the growth of these cells?
We are continuously testing media improvements. Please check out our protocols section or email us at info@astartebio.com for recommendations.

4. Can I thaw and then re-freeze the cells?
You can, but we do not recommend it. We offer cells frozen in different concentrations so you can thaw just what you need for your experiment. If you insist on trying this, just thaw the vial and as soon as the last bit of ice is gone, mix the contents gently and remove the volume you want to use. Immediately place the vial back in a –75°C freezer in an insulated container. The viability won’t be as good the second time you thaw the cells and they may not function as well, so consider purchasing multiple vials with the number of cells you need.

5. At what temperature do you ship the cells?
We ship the cells on dry ice, which is about –79°C. We can ship in liquid nitrogen vapor, but it is much more expensive so we do not recommend it unless absolutely necessary.

6. How do I store cells after receiving them?
Cells should be stored in the vapor phase of liquid nitrogen. If liquid nitrogen storage is not available, store at –75°C or below.

7. Cells are not behaving as expected. What do I do?
Call us at 425-481-4180 (toll free: 866-513-1894) or send an email to tech_support@astartebio.com. We’ll be happy to troubleshoot the problem with you.

Donors and Custom Requests

1. Can we get several different cell types from the same donor?
Yes, we can produce multiple cell types from the same donor. Fill out our custom request form and we can work out the details together.

2. Can you let me know when a donor’s cells are available again?
Yes, we can. Call us at 425-481-4180 (toll free: 866-513-1894) or send an email to info@astartebio.com explaining what you need and which donor you want and we will alert you when the cells you want are available.

3. Can we get a specific donor again?
Usually you can, but if you need to be sure of the availability of a particular donor, please contact us and we can steer you towards our more reliable, stable donors.

4. Do you have informed consent from your donors?
Yes, we have protocols reviewed by an independent IRB to be sure we are in compliance with standards for human subject research. Learn more about our quality assurance initiatives.

Research Services

1. Why should I use Astarte’s research services?
We have experience with a number of immune cell assays and we have human immune cells of every type available. We can run assays for you quickly, saving you the time of assembling the necessary reagents and working out the right conditions. Learn more about our research services and capabilities.

2. How do I obtain a quote for your research services?
You can fill out our custom request form or contact us by phone at 425-481-4180 (toll free: 866-513-1894) or email tech_support@astartebio.com. We will need to understand the scope of the project to give you a proposal.

3. Can I patent a custom assay from Astarte?
Yes, as long as it is novel and non-obvious. We have assisted clients in the process of filing a patent on an assay we developed for them. When you contract development of a new assay with us, it is your intellectual property.

4. Do you have assays on checkpoint inhibitors?
Yes! We have used antibodies to checkpoint inhibitors and observed increases in cytokine secretion. We would be happy to apply them to your experimental system.

5. Do you have immunotoxicity assays?
Yes, we can test for immunotoxicity in a number of ways. We can look for an in vitro cytokine storm or inhibition of appropriate immune responses, depending on what you predict your compound might do.